Customer Support Representative

We are seeking a proactive, curious, and detail-oriented Customer Support Representative to enhance the experience for accounting firms, tax professionals, and finance teams using TaxGPT. In this role, you will be the primary point of contact for customers, addressing inquiries, troubleshooting technical issues, resolving billing concerns, and helping users maximize the value of our AI-powered solutions. You will collaborate closely with Sales, Customer Success, Product, and Engineering teams to ensure seamless service delivery. If you are resourceful, self-motivated, comfortable with technology, and passionate about customer success, this opportunity is ideal for you.

Key Responsibilities

Customer Support & Technical Troubleshooting:
Manage customer inquiries via live chat, email, and video calls using platforms like Intercom and Google Meet. Troubleshoot product-related problems, provide clear guidance, and ensure timely resolution. Investigate technical issues, replicate bugs, and document them thoroughly in Jira for the Engineering team.

Internal Support & Cross-Functional Collaboration:
Assist Sales and Customer Success teams with account management, subscription questions, revenue collection, and client-related matters. Work closely with Product and Engineering teams to resolve bugs, address complex technical challenges, and relay customer feedback.

Knowledge Base & Customer Education:
Develop and maintain customer-facing help articles within Intercom. Create Loom tutorials and walkthroughs to enhance customer self-service and reduce repetitive support requests.

Reporting & Continuous Improvement:
Prepare weekly reports summarizing support activities, recurring issues, customer feedback, and key performance indicators. Identify trends, escalate persistent problems, and suggest improvements to enhance customer experience and operational efficiency.

AI & Automation:
Utilize AI and automation tools to streamline support ticketing, workflows, and customer interactions, improving response times and resolution efficiency. Continuously explore AI-driven solutions that maintain a human-first, empathetic approach. Design automated workflows that scale operations without compromising service quality.

Required Qualifications

- 1–2 years of experience in Customer Support, Technical Support, Customer Success, or similar roles, preferably within SaaS or technology sectors.
- Excellent written and verbal English communication skills, with the ability to explain technical concepts clearly and professionally.
- Proficiency with customer support platforms such as Intercom, Customer.io, and HubSpot, including automation and workflow optimization.
- Experience using Jira and Slack for effective communication and issue triage with engineering teams.
- Strong problem-solving and analytical abilities to investigate issues, identify causes, and recommend solutions.
- High attention to detail, especially when handling billing, customer accounts, and technical troubleshooting.
- Demonstrated capability to leverage AI and automation to optimize processes and scale support operations.
- Ownership mindset, accountability, and a customer-first approach.
- Ability to collaborate effectively across multiple departments.

Preferred Qualifications and Benefits

Preferred Qualifications:
Experience with Stripe or similar payment platforms. Background in managing subscription billing, refunds, payment disputes, or revenue-related support requests. Familiarity with tax, accounting, or financial services industries. Experience working in SaaS, fintech, or startup environments. Basic understanding of APIs and integrations to customize support workflows.

Benefits:
Competitive compensation based on experience and qualifications. Opportunities for professional growth in SaaS customer support, technical troubleshooting, customer success, and support operations. Access to product training, AI tools, and learning resources to enhance technical, communication, and problem-solving skills. A culture of high trust, fast feedback, real ownership, and cross-functional collaboration. Direct impact on customer satisfaction, retention, and operational efficiency.

Hiring Process and Timeline
The hiring process includes a brief application, an initial 15–30 minute virtual interview, a 45-minute interview with the hiring manager, and potentially a 30-minute interview with the founder and CEO. We aim to complete the hiring process within one week.

If you are ready to make a significant impact on a small, dynamic team and advance your career, we encourage you to apply and join TaxGPT. We look forward to meeting you!